Regional Customer Success Manager - APAC

Regional Customer Success Manager - APAC

Are you skilled in driving meaningful engagement to achieve client success

Would you like to join a company that helps advance science, technology and health

About the Team

Elsevier is a global information analytics company that helps institutions and professionals progress science, advance healthcare and improve performance for the benefit of humanity. We serve the research, academic and clinical communities through the application of technology and analytics to content. In this way, we empower those communities to contribute to social progress, to enhance human well-being and to share and expand the breadth of human knowledge.

About the role

The Regional Customer Success Manager (RCSM) leads a team of Customer Success Managers in APAC. The team is accountable for post-sale support and customer value delivery, with occasional involvement in pre-sale activities where their expertise adds value. The RCSM ensures customers receive exceptional service, driving retention and growth across the region while aligning Customer Success activities with broader commercial priorities. They translate global Customer Success strategy into effective regional execution, fostering strong cross-functional collaboration and operational consistency. Reporting to the Senior Director, Customer Success, the RCSM represents the Customer Success function on the regional sales management team.

Responsibilities

Team Leadership & Development

• Manage, coach and develop a team of Customer Success Managers to meet regional retention, adoption and growth goals
• Establish clear KPIs and performance expectations, ensuring consistent tracking and accountability
• Foster a culture of accountability, collaboration and continuous improvement
• Support individual development through regular feedback, coaching and performance reviews

Regional Strategy Execution

• Translate global Customer Success strategy into actionable regional plans that reflect local customer needs and market dynamics
• Represent Customer Success in regional planning forums and contribute to cross-functional alignment
• Partner with Sales, Marketing, Advanced Data Solutions and Product teams to support joint account planning and customer engagement strategies
• Ensure CSMs proactively identify cross-sell and up-sell opportunities and partner with Account Managers to progress them

Customer Outcomes & Relationship Management

• Ensure delivery of measurable customer outcomes, including adoption, satisfaction and renewal performance
• Act as an escalation point for complex customer issues within the region
• Advocate for customer feedback to inform product and process improvements

Operational Excellence

• Maintain accurate reporting and data quality to provide clear visibility into customer health, risks and opportunities
• Promote consistent use of tools, processes and reporting across the regional team
• Collaborate with internal teams to streamline handoffs and improve the end-to-end customer experience

Cross-Functional Collaboration

• Build strong working relationships with regional Sales, Product, Marketing and Operations teams
• Contribute to regional planning and leadership discussions to ensure customer success priorities are represented
• Support a unified customer experience through coordinated efforts across functions

Requirements

• Proven experience managing Customer Success or Account Management teams across the APAC region
• Demonstrated ability to operate effectively within a matrixed, cross-functional organisation
• Knowledge of Elsevier's products and services or experience in related industries would be beneficial
• Excellent communication, leadership and stakeholder management skills
• Analytical mindset with the ability to interpret data and drive insights
• Multilingual capability relevant to key APAC markets would be an advantage

Work in a way that works for you

We promote a healthy work/life balance across the organisation. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.

Working for you

We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

• Medical Inpatient and Outpatient Insurance: Coverage for your healthcare needs.
• Long Service Award: Recognition for your dedication and loyalty.
• Flexible Working Arrangements: Balance work and personal life effectively.
• Access to Learning and Development Resources: Empowering your professional growth.

About the Business

A global leader in information and analytics, we help researchers and healthcare professionals advance science and improve health outcomes for the benefit of society. Building on our publishing heritage, we combine quality information and vast data sets with analytics to support visionary science and research, health education and interactive learning, as well as exceptional healthcare and clinical practice. At Elsevier, your work contributes to the world's grand challenges and a more sustainable future. We harness innovative technologies to support science and healthcare to partner for a better world.